Clinic Assistant

About the Role

Service excellence is centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm. This position is a vital point of contact for patients entering the HPMG Clinics, facilitating appointment scheduling and responsible for accurate collection of financial and demographic information. This position directly impacts revenue collection for the medical group.

Key Responsibilities

• Customer Service
• Put the patient first at every opportunity.
• Listen to understand each patient.
• Show concern for each patient.
• Act individually and with others to meet each patient’s needs.
• Check-in and Co-pay Administration
• Check in patients accurately and professionally.
• Identify and accurately collect co-pays or appropriate fees.
• Use computer-based system to verify patient information.
• Understand and communicate benefit changes to members, or refer to appropriate resource.
• Communicate wait times diplomatically.
• Direct patients to the appropriate care area.
• Prepare reconciliation report.
• Provide patients with appropriate forms and questionnaires.
• Computerized Appointment Scheduling
• Schedule appointments accurately and timely according to Advanced Access principles.
• Maintain knowledge of appointment scheduling practices, policies, and procedures.
• Registration and Verification
• Complete the registration process, reviewing for completeness and accuracy, and obtain further information if necessary.
• Verify insurance eligibility.
• Register patients accurately, efficiently, and timely.
• Identify appropriate account types (e.g., Workers compensation, Motor Vehicle Accidents).
• Specialty Appointment Coordination
• Provide patients with information required to schedule specialty appointments.
• Facilitate timely and accurate flow of communication within the clinic.
• Answer telephone and respond appropriately to callers.
• Take and relay messages requiring follow-up to appropriate individuals.
• Prepare records and materials for new patient appointments.
• Assist with clerical duties of the clinic (e.g., faxing information, making copies).
• Maintain open communication with the Appointment Center to ensure patient and provider needs are met.
• Coordinate schedule templates, emergency schedule changes, and schedule holds consistent with Advanced Access principles.
• Coordinate schedules regarding provider vacation, rounding, and other out-of-clinic changes.
• General Accountabilities
• Perform other duties as assigned.

Requirements & Tech Stack

• High School diploma or GED.
• Meets one of the following:
• Graduate of a formal training program in medical reception, an equivalent program, or a customer service program.
• Two years experience as a medical receptionist.
• Two years experience in a customer service position.
• One year experience using data look-up and data entry functions on a mainframe or PC-based computer system.
• One year customer service experience either via telephone or in-person within the last five years.
• Demonstrated ability to organize work under pressure.
• Demonstrated ability to function with multiple priorities and interruptions.
• Excellent oral communication skills.
• Excellent written communication skills.
• Proficiency in English is required.
• Proficiency in other languages may be required.
• Use of a telephone and computer terminal requires adequate handwriting and manual dexterity skills.

Qualifications

• Physical Requirements: Ability to sit or stand for prolonged periods.
• Oral and written communications with customers require adequate speech, vision, and hearing.